1.Aliah_Roslan

ANALYSIS OF WORK STRESS AMONG BANK EMPLOYEES : A CASE STUDY OF BANK RAKYAT

By ALIAH BINTI ROSLAN

Thesis Submitted to the Othman Yeop Abdullah, Graduate School Of Business, Universiti Utara Malaysia, In Fulfillment of the Requirement for Project Paper, Master of Science (Management)

June 2011

PERMISSION TO USE

In presenting this project paper in partial of requirement for a postgraduate degree from the Universiti Utara Malaysia, the author agrees that the University Library may make it freely available for inspection. The author further agree that permission for copying of this thesis in any manner in whole or in part, for scholarly purposes may be granted by my supervisor on in their absence by the Dean of the Graduate School. It is understood that any copying or publication or use of this thesis or parts thereof for financial gain shall not be allowed without any written permission. It is also understood that due recognition shall be given to me and to Universiti Utara Malaysia for any scholarly use which may be made of any material from thesis. Requests for permission to copy or to make other use of materials in this thesis, in whole or in part should be addressed for:

Dean of Othman Yeop Abdullah Graduate School Of Business Universiti Utara Malaysia (UUM) 06010 Sintok Kedah Darul Aman

i

ABSTRACT

The purpose of this study is to determine factors of work stress among the Bank Rakyat’s employees. This study also aims to determine whether there were any statistically significant differences in the respondents’ level of work stress by demographic factors (gender, status, education qualification, job position and length of service). The survey was carried out at 12 branches of Bank Rakyat at Northern Zone. A total of 154 bank employees participated in this study. Data was collected through 40 items questionnaires on a five-point Likert Scale. Both descriptive and inferential statistics were used to analyze the data using the SPSS version 15.0. Correlation analyses were conducted to test the relationship between levels of work stress with personal factors, organizational factors and environmental factors; whereas descriptive analysis was conducted to analyze demographic characteristics of respondents. Besides that, T-test, ANOVA and regression were also used in this study. The findings of this study showed that there was no statistically significant difference in the level of work stress by demographic factors (gender, status, education qualification, job position and length of service). However, the findings showed that only organizational factors have significant relationship with work stress level. Findings of this study also resulted in the overall level of work stress among respondent is moderate.

ii

ABSTRAK

Tujuan kajian ini adalah untuk mengenalpasti faktor-faktor tekanan kerja di kalangan pekerja-pekerja Bank Rakyat. Kajian ini juga bertujuaan bagi mengenalpasti sama ada terdapatnya perbezaan statistik yang signifikan pada tahap tekanan kerja responden-responden berdasarkan faktor demografi (jantina, status perkahwinan, pencapaian akademik, kedudukan pekerjaan dan tempoh perkhidmatan). Kajian ini telah dijalankan di 12 cawangan Bank Rakyat di Wilayah Utara. Seramai 154 para pekerja bank telah mengambil bahagian dalam kajian ini. Data dipungut berdasarkan 40 item soal selidik yang dibina berasaskan 5 skala Likert. Data yang diperolehi telah dianalisis mengunakan kaedah statistik deskriptif dan statistik inferensi dengan menggunakan SPSS versi 15.0. Analisis korelasi dijalankan untuk mengukur hubungan antara tahap tekanan kerja dengan faktor peribadi, faktor organisasi dan -faktor persekitaran; manakala analisis deskriptif dijalankan untuk menganalisis faktor demografi responden-responden. Selain itu, T-test, ANOVA dan regresi juga digunakan dalam kajian ini. Hasil kajian menunjukkan bahawa tiada perbezaan statistik yang signifikan pada tahap tekanan kerja dari segi faktor demografi (jantina, status perkahwinan, pencapaian

akademik,

kedudukan

pekerjaan

dan

tempoh

perkhidmatan).

Bagaimanapun, hasil kajian menunjukkan faktor organisasi mempunyai perhubungan signifikan dengan tahap tekanan kerja. Hasil kajian ini juga menunjukkan tahap tekanan kerja yang dialami oleh responden adalah pada paras index yang sederhana.

iii

ACKNOWLEDGEMENT

Alhamdulillah, by the will of Allah S.W.T, I am able to complete this thesis within the required time. I would foremost extend my sincere gratitude to all those efforts, which facilitated the completion of this project paper. First and foremost I would like to acknowledge my project supervisor, Dr. Fais Bin Ahmad for his invaluable efforts and time in providing proper guidance, assistance and effortless support throughout the entire process. It was his faithful assessment, critique, and encouragement that made this research one of growth and enjoyment. I also would like to thank to Dr. Amer B. Hj. Darus for his inspiration, wisdom and understanding in getting this research complete. A special thanks goes to my beloved parents, Roslan B. Md Som and Rohmah Bt. Osman, for being the greatest source of support I could have throughout my education. They gave me an immeasurable amount of love and encouragement and prayers throughout the entire process. My sincere gratitude goes to Northern Regional Manager, Tuan Haji Mohd Azmir B. Mohd Nasruddin and management of Bank Kerjasama Rakyat (M) Berhad especially to Northern Region branches for granting permission to carry out this. To my respondents, my sincere appreciation for taking time and effort to participate in this research and without your participation, this research will never complete. Finally, I would like to thank everybody who was important to the successful realization of my project paper, as well as expressing my apology that I could not mention personally one by one. iv

Table of Contents PERMISSION TO USE

i

ABSTRACT

ii

ABSTRAK

iii

ACKNOWLEDGEMENTS

iv

TABLE OF CONTENTS

v

LIST OF TABLE

viii

LIST OF FIGURES

xi

LIST OF APPENDIXES

xii

CHAPTER 1 : INTRODUCTION 1.1 Background of Study

1

1.2 Problem Statement

2

1.3 Research Questions

6

1.4 Research Objectives

7

1.5 Research Hypotheses

7

1.6 Significant of Study

9

1.7 Organizational of Chapters

10

CHAPTER 2 : LITERATURE REVIEW 2.1 Introduction

11

2.2 Concept and Theory of Stress

11

2.3 Definition of Stress and Work Stress

14

2.4 Factors of Work Stress

17

2.5 Work Stress and Personal Factors

19

2.6 Work Stress and Organizational Factors

21

2.7 Work Stress and Environmental Factors

24

2.8 Conclusion

27

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CHAPTER 3 : RESEARCH METHODOLOGY 3.1 Introduction

28

3.2 Research Framework

28

3.3 Research Design

29

3.4 Questionnaire Design

30

3.5 Measurement and Instrumentation

31

3.5.1 Demographic Information

31

3.5.2 Employee level of work stress

31

3.5.3 Personal Factors that cause of work stress

32

3.5.4 Organizational Factors that cause of work stress

33

3.5.5 Environmental Factors that cause of work stress

34

3.6 Data Collection

35

3.6.1 Background of Organization

35

3.6.2 Population and Sampling

36

3.6.3 Data Collection Procedure

39

3.7 Techniques of Data Analysis

39

3.8 Pilot Test

40

3.9 Conclusion

41

CHAPTER 4 : DATA ANALYSIS AND FINDINGS 4.1 Introduction

42

4.2 Sample Characteristic

43

4.3 Descriptive Statistics of Data Collection

44

4.3.1 Frequencies

44

4.3.2 Mean and Standard Deviation

49

4.4 Correlation Analysis

61

4.4.1 Hypotheses Testing

62

4.5 T-Test of Data Collection

66

4.6 One Way ANOVA Analysis

70

4.7 Regression Analysis

72

4.7.1 Regression Analysis on Coefficient of Determination (R²)

72

4.7.2 Regression Analysis on Durbin-Watson Test

74

vi

4.7.3 Regression Analysis of ANOVA Test

75

4.7.4 Regression Analysis of Coefficient

76

4.8 Summary

77

CHAPTER 5 : DISCUSSIONS AND RECOMMENDATIONS 5.1 Introduction

78

5.2 Discussions

78

5.3 Limitation of Study

80

5.4 Managerial Implications

81

5.5 Future Research

82

5.6 Conclusion

83

REFERENCES

85

APPENDIXES

99

vii

List of Tables Table 2.1

18

Table 3.1

Factors of Work Stress among Bank Employee Reported in Previous Research Questionnaire Structure

Table 3.2

Employee Level of Work Stress Scale

32

Table 3.3

Personal Factors Scale

33

Table 3.4

Organizational Factors Scale

34

Table 3.5

Environmental Factors Scale

35

Table 3.6

Marks for Branch Grading

36

Table 3.7

Selected Bank Rakyat’s Branches in Northern Zone

37

Table 3.8

Table for Determining Sample Size from a Given Population

38

Table 3.9

Reliability Statistic for Pilot Test

41

Table 4.1:

Response Rate

44

Table 4.2

Gender of Respondents

45

Table 4.3

Marital Status of Respondents

46

Table 4.4

Education Level (Course) of Respondents

47

Table 4.5

Current Working Position of Respondent

48

Table 4.6

Length of Services in Bank Rakyat

49

Table 4.7

Descriptive (Mean and S. Deviation) Analysis of the Variables

51

Table 4.8

Means and Standard Deviation of Personal Items

52

Table 4.9

Means and Standard Deviation of Interpersonal Items

53

30

Table 4.10 Means and Standard Deviation of Physical Items

54

Table 4.11 Means and Standard Deviation of Organizational Factor Items

55

Table 4.12 Means and Standard Deviation of Workload items

56

Table 4.13 Means and Standard Deviation of Relationship items

57

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Table 4.14 Means and Standard Deviation of Environment Factor items

58

Table 4.15 Means and Standard Deviation of Work Stress Level items

59

Table 4.16 Person’s Correlation Scale

61

Table 4.17 Correlation between Work Stress Level and Personal Factor

63

Table 4.18 Correlation between Work Stress Level and Organizational Factor

64

Table 4.19 Correlation between Work Stress Level and Environment Factor

66

Table 4.20 Independent T-Test between Gender and Work Stress Level

68

Table 4.21 Independent T-Test between Working Position and Work Stress Level

69

Table 4.22 One-Way ANOVA between Marital Status, Education Level, Tenure of Working and Work Stress Level in Bank Rakyat

71

Table 4.23 Model Summary of Coefficient of Determination (R²)

73

Table 4.24 Model Summary of Durbin-Watson

74

Table 4.25 Regression Analysis of ANOVA Test

75

Table 4.26 Coefficients (a)

76

Table 4.27 Summary Result of Hypotheses Testing

77

ix

List of Figure Figure 3.1

Research framework shows the linkage between independent variables and dependent variable

x

28

List of Appendixes Appendix A

: Questionnaire

Appendix B

: Reliability Analysis (Pilot Test)

Appendix C

: Descriptive Statistics

Appendix D

: Correlation Analysis

Appendix E

: T-Test Analysis

Appendix F

: ANOVA Analysis

Appendix G

: Regression Analysis

xi

CHAPTER 1 INTRODUCTION

1.1

BACKGROUND OF STUDY Over the last century, stress as an interdisciplinary concept become a region of

nice interest and has been researched extensively. As citied by Baskaran (2004), stress has become therefore common in both developed as well as developing countries that individuals have referred to as it ‘the third wave plague’ (Sutherland & Cooper, 1990). This problem has become a serious issue, however the word “stress” is utilized by totally different people, in several contexts and for various purposes. According to Stoppler (2011), generally stress is said to contain external and internal factors. External factors comprise the physical atmosphere such as challenges, difficulties, and expectations that confronted by people on a day-to-day basis. Internal factors confirm body's ability to retort to, and cope with, the external stress-inducing factors. Internal factors that influence the power to handle stress consist of nutritional standing, overall health and fitness levels, emotional well-being, and also the quantity of sleep and rest that a person get. The earliest studies on stress were largely physiological. Selye (1956) had developed psychological model where it established a link between stressors and illness in his model of general adaptation syndrome. The attempt to grasp psychological stress did not solely involve the link between stress and illness; different human characteristics like emotion, motivation and performance were linked to anxiety. The realm of stress 1

The contents of the thesis is for internal user only

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